Carson Cars Inc

Thanks for the email and the opportunity to discuss Ms***'s issues.? She had agreed to make 3, $payments and signed an authorization to do soShe was unable to follow through with this arrangement and we made a second agreement with Ms*** to pay $a week, every Friday, until her
unpaid balance of $was paid in full.? Please find the attached authorization for payment.? I'm not sure what the issue isI have put a call into to *** to discuss.? Sincerely,? Mike C***

Thanks for the email and the opportunity to respond.
We currently have the Chrysler at our shop and are doing the needed repair free of charge to our customer. We are not sure what happened but we are taking care of this issue at no cost to the customer.
We also supplied the customer with a free...

service loaner car while we are performing the needed repairs.
The customer is happy with our resolution and we are working with them to get this matter resolved.
I would be happy to email you back once the repairs are completed and to make sure that everyone is satisfied.
 
Respectfully,
 
Mike C[redacted]
Owner- Carson cars

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The policy was cancelled and the account is paid in full.

Ms. [redacted]'s credit has been updated and I have emailed here a copy of her credit report showing the updates and improvements this made.
 
We are no going to refund anything further regarding the service contract that Ms. [redacted] purchased.
 
As a token of goodwill, I would offer Ms. [redacted] a 1year vehicle maintenance package (VIP Customer Care Club) at our service department. This covers most all scheduled maintenance (4 Oil changes) and many other services. I hope we can help Ms. [redacted] with the next year’s vehicle expenses over the next year by offering this.
 
This is my final answer and offer. I appreciate Ms. [redacted]’s business and concerns.
 
I look forward to helping and moving forward on this issue.
 
Mike C[redacted]

I am rejecting this response because:
 
From: [redacted] Sent: Wednesday, October 26, 2016 4:29 AMSubject: Case #[redacted]I just received an email stating the complaint has been closed from lack of response on my end.  I do apologize I didn't get an email from you guys buy did from Carson Cars.  We aren't resolved yet.  Mike stated in his email Friday the he was going g to email me Monday with update credit information but I never received that email.   I fell through the cracks because the person I was dealing with is no longer with the company.  He has yet to acknowledged the extended warranty or refund for that.  So, I'm not resolved and haven't told Mike the owner I'm resolved.
Sincerely,[redacted]

Thanks for the opportunity to respond to Ms. [redacted] email.
 
I show her account is paid in full and according to the notes, Evelyn had closed this as a good & paid off file.
 
I'm sorry for any inconvenience or misunderstanding this may have caused.
 
We appreciate Ms....

[redacted] business and her loyalty and we would like to offer a VIP Customer Care Card (1 year maintenance package) as a token of our appreciation.
 
Please have M. [redacted] contact me direct to make arrangements to get her the free years maintenance package.
 
Thanks again!
 
Mike C[redacted]
Carson Cars
425-697-6969
[redacted]

Complaint: [redacted]I am rejecting this response because: 1 st off the guy that inspected my van was not a friend and second off I do not feel that I should have to patly for repairs since the vehicle was not in good working order and they were dishonest with me in the 1st place Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I was never told I could cancel until the day I arrived to pay my car off.  I no longer have this car because of a prior issue not being fully fixed as I  thought through their shop.  I can understand no a full refund but make it right.  Obviously something in the prior employees work ethic was in question.  I asked repeatedly about this extended warranty for over the last year I paid it.  Credit report finally got resolved after all this which us wrong it took this long.Sincerely,[redacted]

Thanks for the email and the opportunity to address and help [redacted].
 
I have asked my finance manager, Scott S[redacted], and my sales manager, Dominic K[redacted]. No one has been contacted to cancel a service contract.
All contact names and emails and clearly posted on our website.
I’m not sure...

there is ever a time that we don’t answer the phones (we have a 24 hour call center when closed!).
We are also open 7 days a week and are available from 8 am to 8 pm.
With all that said, there is a process to cancel a service contract. The mileage must be verified (for prorated cancellation). This paperwork would be processed by our Finance Manager, Scott S[redacted].
 
I tried to pull the original deal to forward to Scott, but we have never sold a car to anyone with the name [redacted]. Is it possible the paperwork was in someone else’s name?
Please have [redacted] call Scott S[redacted] at 425-697-6969 ext [redacted] or email him at [redacted]@CarsonCars.net.
If [redacted] will forward the info for me to pull the file (contracted name/VIN/mile/Etc), I will be happy to follow up on this myself.
It shouldn’t be a problem to back date the cancellation with the proper documentation.
 
I look forward to helping get this resolved ASAP.
 
Thanks again for letting me know there was an issue and having an opportunity to resolve it.
 
Respectfully,
 
Mike C[redacted]
Carson Cars
President
425-697-6969 ext [redacted]
[redacted]@CarsonCars.net

Thanks for the opportunity to respond to Ms. [redacted]’s issues and I hope to help in any way I can.
 
I appreciate Ms. [redacted]’s business and her paying her auto loan off on 7/26/2016. We have reported it as a current account and a paid off account.
 
I have forwarded her complaint to our...

credit reporting agent, DataLynx, for review. Our software and reports show her paid off/good standing account. I will follow up on this once I get an update this week. Carson Cars reports to Equifax and Transunion credit bureaus.
 
As for the optional service contract, I had spoken with Ms. [redacted] and explained that she opted in to purchase it. These service contracts are always optional and are never required by any lender.  These service contracts are also fully cancellable on a pro-rated basis. Unfortunately Ms. [redacted] only tried to cancel after the mileage/term had expired.  The good news was she received the value of being covered (insurance) and if something would have happened, she would have been protected.
 
Carson Cars has been in business since 1968 and pride ourselves on the way we do business. We do not ‘lie for commission’ nor do we need to. We sell value in the service contacts for many of our customer’s as they would be otherwise ruined if an uncovered $2000-$4000 problem came up.
 
Please forward me Ms. [redacted]’s email address to CC her in my follow-up communications with the credit reporting.
 
Thanks again for the email and I look forward to satisfying Ms. [redacted] as best I can.
 
Respectfully,
 
Mike C[redacted]
Owner – Carson Cars
[redacted]@CarsonCars.net
425-697-6969

Complaint ID #: [redacted]
Business Response:
Thank you for the email and the opportunity to address [redacted] concerns.
We sold [redacted] a Mercedes and she traded in a BMW. There was a payoff on the BMW which we verified and included in the payment/payoff/contract. After we took the BMW in...

and mailed in the payoff, [redacted] either stopped payment or went NSF on her last payment to the finance company. This created a $387.08 payoff deficiency.
On top this, [redacted] $2000 down payment check came back NSF/dishonored from her bank. We tried to re-run the check but it was no good.
[redacted] made several promises to take care of the now $2040.00 balance ($2000+NSF fee $40) plus the $387.08 additional trade money owed.
This went on for weeks and months.
We finally received $1000 cash on March 3rd 2014, and applied $387.08 to the high payoff, and the additional $612.92 against her $2040 balance she owed.She paid another $250 on 5/28/2015.She paid another $177.08 on 3/15/2016. (1 YEARS after first NSF check!)This leaves a remaining balance of $1000.00 [redacted] still owes on this NSF check.This is a verified and correct amount and has been updated to the credit bureaus and is reporting as such.I am willing to setup a payment plan on the unpaid $1000.00. I could report the account as current (as long as she pays) and I would do this interest free. I just want to be made whole for the money I am owed.I have also deleted her first account balance (deleted entire account history) and this should no longer be reporting negative as of the 1st of October. This is the “$1 repossession” account [redacted] had referenced.I am very happy to speak with [redacted] anytime to discuss her repayment plan, this or any other issue.  I look forward to getting this resolved.

Hello and thank you the opportunity to respond to this complaint.
We have reported the account as current since inception. Be cause of the good pay we were able to sell the contract to [redacted].
This is a fully transferable contact and could (most likely not) be sold/transferred again.
I...

have attached the letter (and also email) that we sent out to all customers that had their loans sold. (please read for explanation)
The good news is after approx 30 days, the Carson Cars loan will reflect paid off and another trade line ([redacted]) will be added to their credit report.
This sales and addition usually adds around 100 points to the [redacted] score of the customer. The payments made to Carson Cars certainly do count! This is truly the best way to quickly increase a persons credit score.
 
I am happy to talk or review this process with the customer.
Please have them call me at [redacted] or email at [redacted]@CarsonCars.net .
 
I have dealt with credit and credit repair issues for the last 30 years. I am happy to review their options and help build a game-plan for them to take advantage of their better credit situation.
 
I appreciate everyone's time in this matter & look forward to helping.
 
respectfully,
 
Mike C[redacted]
Owner, Carson Cars

We have not been contacted about any issue on this truck. I am happy to review and help if I can.
Please contact em directly at [redacted] or email me at [redacted]@CarsonCars.net
 
I am happy to review how we can help.
 
Respectfully,
 
Mike C[redacted]
Carson Cars- Owner

Complaint: [redacted]I am rejecting this response because:
I have stepped attempted calls and emails to both [redacted] and [redacted] to obtain account number for online payments and attempt to settle the account. I have included the email for settlement agreement. I would like to make the $584 remaining on the agreement since you've already cashed the 2 $500 checks, one of which was a restricted endorsement for the last payment. I do not have time to stop by the dealership during your open hours which is why I've tried to contact via email. I would like to get this done ASAP.

Thanks for the opportunity to address this issue. We sold a Suburban to Mr. [redacted] and he signed a contract for financing. He called the next day and had a couple concerns. We sent our truck and had the vehicle picked up and repaired at no cost to Mr. [redacted].  When we called to update him...

he said he changed his mind and bought another vehicle. We explained he had signed a contract and was obligated to honor it.  After several days of back and forth, Mr. [redacted] offered to rescind the deal and forfeit his $800 down payment. we agreed and had him sign a deal rescission and voided the contract for the $800. I'm not sure what if anything has changed since this deal was made. We have honored and done everything we agreed to. I hope this will resolve this issue. I appreciate your time. Respectfully, Mike C[redacted]OwnerCarson Cars

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am available this thursday 02/18/2016 to come in and review what can be done about this issue. Sincerely, [redacted]

Thank you the opportunity to respond to Mr [redacted] complaint.
Mr. [redacted] purchased a 2007 Escalade from Carson Cars.
Mr. [redacted] purchased a 2year/24000 mile service contract.
Mr. [redacted] complained about a slow shift from reverse in the SUV. We couldn't get it to duplicate the issue and...

actually had it to a factory OEM dealer to have them say there was no issue.
Mr. [redacted] kept insisting there was a transmission issue and we finally installed a used transmission that his service plan covered. Mr [redacted] paid nothing to have this work done.
Mr. [redacted] continued thinking there was an issue even after we had replaced the transmission in the Escalade.No one could get teh SUV to duplicate any problems or issues.
Upon his relentless insisting, we exchanged the used transmission with another used unit and Carson Cars paid for the entire expense.
Mr [redacted] still thought there was an issue with the transmission. We had the vehicle tested and checked out by several techs and finally paid to have Mr. [redacted] take to the GMC dealer, of his choice,to have them say the SUV was shifting correctly.  We paid the bill for this as well.
 
Here are the 2 most recent repair order notes...
R/O#003740  9/18/2015
CUSTOMER STATES HARD SHIFT AND LOSE OF POWER 3 TIMES. CEL CAME ON ONCE. HE PROVIDED CODES PO796, P2723, PO700. CHECK AND
TECHNICIAN FOUND NO CODES IN SYSTEM AND NO CEL ON. HE DID FIND A BLOWN FUSE AND REPLACED. "TRANNY" CLUNK COMING FROM WORN ENGINE MOUNTS. SEE FURTHER NOTES. DECLINED REPAIR AT THIS TIME.
 
R/O#003549  8/19/2015
CAR SHIFTING FUNNY DIAG AND ADVISE (this was performed at [redacted] - Carson Cars paid!)
TEST DROVE VEHICLE AND FOUND IT SHIFTING NORMALLY, HOISTED VEHICLE FOR INSPECTION, NO TRANS LEAK DETECTED. HOOKED UP SCANNER AND CHECKED TRANSMISSION FOR MODULE UPDATES, FOUND INCORRECT CALIBRATION, FLASHED TCM WITH CORRECT CALIBRATIONS. TEST DROVE AGAIN AND TRANS SHIFTING AS PER DESIGN.
 
Mr. [redacted] definitely needs motor mounts and we gave him an estimate to have repaired. He declined repairs at that time.
 
Mr. [redacted] has spent NO MONEY towards any of these repairs. it is somewhat shocking to get a complaint on this as we have paid 100% of expenses on the "mystery issue".
We have gone above and beyond with this customer. If he is unhappy with our services he is more than able to take his Escalade anywhere else to have it serviced. He still has a service contract and if there is indeed an issue, he can get it resolved with that.
 
Please let me know if I can of any further help in this matter.
 
Respectfully,
 
Mike C[redacted]
Owner- Carson Cars

Thanks for the opportunity to respond to this issue. We had fixed several issues for this customer free of charge. The service contract company also paid for some repairs. The customer ultimately stopped making payments and the vehicle was subsequently repossessed. The unpaid...

balance is reporting as a repo/charge off and was turned over to our collection agency. I'm sorry that this customer was unable to work things out with us to avoid the collections and repossession. Please let me know if there is anything else I can do regarding this account. Respectfully, Mike C[redacted]Carson Cars425-697-6969

Thanks for the email and the chance to respond.  I was unaware of any issue and I hope to help in any way I can.
We have helped with 3 repairs for Ms. [redacted]. (see below)
1 - RO 5044 2/15/16 came in for coolant leak. Replaced radiator. No charge to customer.
2 - RO 5157 3/5/16 CEL replaced...

air intake boot (cracked). fixed - no charge to customer. Complaint of popping/clunk  sound. Could not duplicate. Replaced rubber flex donut in drive-line as preventive measure. No charge to customer.
3 - RO 5322 3/14/2016 drove car over 100 miles and could not duplicate clunking. Finally heard and felt noise took to tranny shop. They fixed. Total repair cost was over $2000 and was covered by the service contract she purchased. Warranty deductible $250.00 plus tax and fluids = $400.00
We also provided a free service loaner every time that Ms. [redacted] dropped her car off. She was never without a vehicle.
We also waived/postponed 2 of her monthly payments to the end of her loan, as a courtesy.
Ms. [redacted] bought a 20 year old BMW with 175,000 miles on it. She was smart to also purchase a service contract (that has already more than paid for itself!).
I'm not quite sure what (if any) problem Ms. [redacted] is currently having. I would be happy to help.
She had pointed out a previous repair to a molding and claimed it to be new damage.  We could help get any bodywork done at our wholesale cost if Ms. [redacted] wants to get it fixed.
We would of course, stand behind any repairs we had done (free of charge), or help her to get any other repairs done (either at her discounted customer rate or through the service contract).
I can't imagine how Ms. [redacted] feels "taken advantage of" with this transaction. She has received thousands of dollars in free repairs, free loaner cars, and even 2 deferred payments.
Ms. [redacted] now has a payment due. We are unable to waive this or any future payments that she owes. I would strongly suggest she make her payment today to avoid any collection issues.
 
I appreciate the email and the opportunity to respond. I also look forward to continuing to help Ms. [redacted] in any way I can.